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Urban Hydroinformatics: Data, Models and Decision Support for Integrated Urban Water Management is an introduction to hydroinformatics applied to urban water management. It shows how to make the best use of information and communication technologies for manipulating information to manage water in the urban environment.

Customer Experience Management for Water Utilities presents a practical framework for water utilities to become more focussed on their customers. This framework is founded on Service-Dominant Logic, a contemporary theory of marketing that explains value creation as a process of co-creation between the customer and the service provider. Standard models for marketing do not apply to monopolistic water utilities without modification. The first two chapters develop a marketing mix tailored to water utilities to assist them with providing customer-centric services. The water utility marketing mix includes the value proposition, internal marketing, service quality and customer relationships. he book discusses the four dimensions of the marketing mix. Chapter three presents a template for developing value propositions to assist water utilities in positioning their service. This model is based on the needs and wants of individual customer segments and the type of service. Chapter four discusses internal marketing, activities designed to improve the way utilities add value for customers. This chapter also analyses potential tensions between engineering and science-oriented employees and proposes methods to resolve these tensions. The final chapters describe customer relationships from both a theoretical and practical perspective. The customer experience is a complex phenomenon that is difficult to quantify. The book provides a method to measure the experience of the customer, based on service quality theory and psychometric statistics. Customer Experience Management for Water Utilities is one of the first books that discusses urban water supply from a marketing perspective. This perspective provides a unique insight into an industry which is often dominated by technological concerns. This book is a valuable resource for Water Utility Managers and Regulators, as well as for Marketing Consultants seeking to assist water utilities to become more customer focussed.

Hydraulic Design and Management of Wastewater Transport Systems is a manual resulting from the research project CAPWAT (CAPacity loss in wasteWATer pressure pipelines), which researched the mechanisms for the creation, stagnation and discharge of gas bubbles in wastewater pressure pipelines. During this six-year research programme, it was recognised that there is no hydraulic manual/guideline that focuses on the entire wastewater pressure pipeline system, the processes it includes, and the interaction between the pressure pipeline and the pumping station. This manual provides a compilation of all the hydraulic knowledge that is necessary for designing a wastewater transport system and to manage it operationally. The wastewater transport system is the link between the collection and treatment of the wastewater and the collection system includes, among others, the gravity flow sewage system from the house (or consumer) and service connection through street and main sewers up to the suction basins. The transport system, for which this manual was written, includes the suction basin, the sewage pumping station and the pressure pipelines. Wastewater transport systems are becoming more complex due to building larger sewage water treatment plants, wastewater being transported over greater distances and increasingly more (and smaller) pipelines connecting to the main sewers. The operation of the pumping stations is largely determined by how the entire system behaves. Insight into this operation is, therefore, crucial for proper design and management. The central point of the design is to create an independent and safe system with the necessary transport capacity at minimum societal costs. Predominantly, the management aspect focuses on guidelines to maintain the design principles regarding capacity and required energy.

Regulation of Urban Water Services provides an overview of the regulation ofsuch services around the world and in Spain."

The Inter-American Development Bank (IDB), in cooperation with the International Water Association (IWA), has developed a rating system that assesses the performance of water and sanitation service providers in a comprehensive way. AquaRating: An international standard for assessing water and wastewater services aims to provide an industry standard for utilities. The innovative rating system seeks the improvement of the service delivered by means of a rigorous and systematic assessment. AquaRating comprises more than 100 assessment elements organized in eight rating areas: Service Quality, Efficiency in the Planning and Execution of Investments, Operating Efficiency, Business Management Efficiency, Financial Sustainability, Access to Service, Corporate Governance, Environmental Sustainability. Each of the assessment elements and consecutively rating areas is assigned a rating (from 0 to 100), which in turn are aggregated into a single rating for the utility. Assessment elements consist of qualitative good practices and quantitative indicators. The total compliance with practices and achievement of the most demanding indicators levels means delivery of an excellent service and, therefore, awards a maximum rating of 100 points.AquaRating takes into account the quality of the information supporting the ratings results by correcting the rating for the reliability level of such information. The rating results are certifiable thanks to an independent audit of the supporting information. The expected benefits of the system are manifold: Utilities- Identify areas of improvement, receive guidance and monitor progress over time.- Obtain an external and credible performance rating, which contributes to foster reputation, accountability and acceptance by key stakeholders, gain access to new markets and finance, and attract qualified staff.- Get access to a knowledge and assessment framework that fosters continuous learning. Governments, regulators and development agencies- Use the system to stimulate utilities to maintain or improve their performance and to target technical assistance and finance according to the specific opportunities for improvement identified. Consumers- Obtain better services in terms of access, quality, efficiency, sustainability and transparency.

The Inter-American Development Bank (IDB), in cooperation with the International Water Association (IWA), has developed a rating system that assesses the performance of water and sanitation service providers in a comprehensive way. AquaRating: Un estndar internacional para evaluar los servicios de agua y saneamiento aims to provide an industry standard for utilities. The innovative rating system seeks the improvement of the service delivered by means of a rigorous and systematic assessment.AquaRating comprises more than 100 assessment elements organized in eight rating areas: Service Quality, Efficiency in the Planning and Execution of Investments, Operating Efficiency, Business Management Efficiency, Financial Sustainability, Access to Service, Corporate Governance, Environmental Sustainability. Each of the assessment elements and consecutively rating areas is assigned a rating (from 0 to 100), which in turn are aggregated into a single rating for the utility. Assessment elements consist of qualitative good practices and quantitative indicators. The total compliance with practices and achievement of the most demanding indicators levels means delivery of an excellent service and, therefore, awards a maximum rating of 100 points.AquaRating takes into account the quality of the information supporting the ratings results by correcting the rating for the reliability level of such information. The rating results are certifiable thanks to an independent audit of the supporting information.The expected benefits of the system are manifold: Utilities- Identify areas of improvement, receive guidance and monitor progress over time.- Obtain an external and credible performance rating, which contributes to foster reputation, accountability and acceptance by key stakeholders, gain access to new markets and finance, and attract qualified staff.- Get access to a knowledge and assessment framework that fosters continuous learning. Governments, regulators and development agencies- Use the system to stimulate utilities to maintain or improve their performance and to target technical assistance and finance according to the specific opportunities for improvement identified. Consumers- Obtain better services in terms of access, quality, efficiency, sustainability and transparency.

This report describes the governance arrangements, operational modalities and use of regulatory tools across a sample of 34 bodies responsible for regulating the provision of drinking water and wastewater services, based on the OECD Best Practice Principles for Regulatory Policy: The Governance of Regulators.

This report highlights the importance of stakeholder engagement and provides proven solutions that can be adapted and replicated. In this way, it seeks to inspire policy makers to reform and modernize their water governance frameworks towards greater inclusiveness.

This project addressed a need for a sensitive, accurate and reliable testing method to aid assessment of the toxicity of algal blooms and assist water management. Increasingly, diagnostic dilemmas are resolved through the use of DNA-based technologies which often provide high sensitivity and specificity and are efficient both in terms of costs and time. However to date, no such test was available to the Victorian water industries. This project sought to bridge this gap by developing an automated DNA-based diagnostic assay for cyanobacterial bloom assessment blooms in Victorian waters. The assay exceeds expectation in its ability to accurately quantify levels of toxigenic cyanobacteria in bloom samples, retains exceptionally high specificity and sensitivity and each assay out-performs common conventional PCR approaches established in the literature. Four toxigen assays (microcystin, nodularin, cylindrospermopsin and saxitoxin) were designed, tested and optimised.This book is co-published with Water Research AustraliaAuthors:Aaron Jex, Louise Baker and Raechel Littman, University of Melbourne

The book derives from a collaborative EC-funded project entitled Integrated Water Resources and Coastal Zone Management in European Lagoons in the Context of Climate Change comprising nine partner institutes with a wide diversity in the scientific disciplines covered.

Rapid and important developments in the area of energy - water nexus over the last two to three years have been significant. This new edition of Water and Energy: Threats and Opportunities is timely and continues to highlight the inextricable link between water and energy, providing an up-to-date overview of the subject with helpful detailed summaries of the technical literature. Water and Energy has been up-dated throughout and major changes are: new chapters on global warming and fossil fuels, including shale gas and fracking; the consequences of the Deepwater Horizon accident in the Mexican Gulf and the Niger Delta oil spills; new developments in hydropower; and continued competition between food, water and energy.Water and Energy Threats and Opportunities, 2e creates an awareness of the important couplings between water and energy. It shows how energy is used in all the various water cycle operations and demonstrates how water is used and misused in all kinds of energy production and generation.Population increase, climate change and an increasing competition between food and fuel production create enormous pressures on both water and energy availability. Since there is no replacement for water, water security looks more crucial than energy security. This is true not only in developing countries but also in the most advanced countries. For example, the western parts of the USA suffer from water scarcity that provides a real security threat.Part One of the book describes the water-energy nexus, the conflicts and competitions and the couplings between water security, energy security, and food security. Part Two captures how climate change, population increase and the growing food demand will have major impact on water availability in many countries in the world. Part Three describes water for energy and how energy production and conversion depend on water availability. As a consequence, all planning has to take both water and energy into consideration. The environmental (including water) consequences of oil and coal exploration and refining are huge, in North America as well as in the rest of the world. Furthermore, oil leak accidents have hit America, Africa, Europe as well as Asia. The consequences of hydropower are discussed and the competition between hydropower generation, flood control and water storage is illustrated. The importance of water for cooling thermal power plants is described, as this was so tragically demonstrated at the Fukushima nuclear plants in 2011. Climate change will further emphasize the strong coupling between water availability and the operation of power plants. Part Four analyses energy for water - how water production and treatment depend on energy. The book shows that a lot can be done to improve equipment, develop processes and apply advanced monitoring and control to save energy for water operations. Significant amounts of energy can be saved by better pumping, the reduction of leakages, controlled aeration in biological wastewater treatment, more efficient biogas production, and by improved desalination processes. There are 3 PowerPoint presentations available for Water and Energy - threats and opportunities, 2e. About the author Gustaf Olsson, Professor Em. in Industrial Automation, Lund University, Sweden Since 2006, Gustaf has been Professor Emeritus at Lund University, Sweden. Gustaf has devoted his research to control and automation in water systems, electrical power systems and process industries. From 2006 to 2008 he was part time professor in electrical power systems at Chalmers University of Technology, Sweden. He is guest professor at the Technical University of Malaysia (UTM) and at the Tsinghua University in Beijing, China and he is an honorary faculty member of the Exeter University in UK. Between 2005 and 2010 he was the editor-in-chief of the journals Water Science and Technology and Water Science and Technology/Water Supply, (IWA Publishing). From 2007 to 2010, he was a member of the IWA Board of Directors and in 2010 he received the IWA Publication Award. In 2012 he was the awardee of an Honorary Doctor degree at UTM and an Honorary Membership of IWA. Gustaf has guided 23 PhDs and a few hundred MSc students through their exams and has received the Lund University pedagogical award for distinguished achievements in the education"e;. The Lund University engineering students elected him as the teacher of the year He has spent extended periods as a guest professor and visiting researcher at universities and companies in the USA, Australia and Japan and has been invited as a guest lecturer in 19 countries outside Sweden. He has authored nine books published in English, Russian, German and Chinese and and contributed with chapters in another 19 books as well as more than 170 scientific publications.

Computational Fluid dynamics (CFD) uses advanced numerical models to predict flow, mixing and (bio)-chemical reactions.

Environmental quality is becoming an increasing concern in our society. In that context, waste and wastewater treatment, and more specifically biological wastewater treatment processes play an important role. In this book, we concentrate on the mathematical modelling of these processes. The main purpose is to provide the increasing number of professionals who are using models to design, optimise and control wastewater treatment processes with the necessary background for their activities of model building, selection and calibration. The book deals specifically with dynamic models because they allow us to describe the behaviour of treatment plants under the highly dynamic conditions that we want them to operate (e.g. Sequencing Batch Reactors) or we have to operate them (e.g. storm conditions, spills). Further extension is provided to new reactor systems for which partial differential equation descriptions are necessary to account for their distributed parameter nature (e.g. settlers, fixed bed reactors). The model building exercise is introduced as a step-wise activity that, in this book, starts from mass balancing principles. In many cases, different hypotheses and their corresponding models can be proposed for a particular process. It is therefore essential to be able to select from these candidate models in an objective manner. To this end, structure characterisation methods are introduced. Important sections of the book deal with the collection of high quality data using optimal experimental design, parameter estimation techniques for calibration and the on-line use of models in state and parameter estimators. Contents Dynamical Modelling Dynamical Mass Balance Model Building and Analysis Structure Characterisation (SC) Structural Identifiability Practical Identifiability and Optimal Experiment Design for Parameter Estimation (OED/PE) Estimation of Model Parameters Recursive State and Parameter Estimation Glossary Nomenclature

Immobilised Biocatalysts for Bioremediation of Groundwater and Wastewater delivers insight into the concepts and performance of a series of remediation approaches. A key strength of this book is to deliver results from lab-scale through to piloting at different European reference sites.

Guidance for Professional Development in Drinking Water and Wastewater Industry recognises the water practitioners journey from the novice student phase all the way to an established expert position, both on technological and professional fronts. This book reviews various career phases and helps realise purpose, motivation, responsibilities and milestones for each professional stage. Since professional journeys are significantly different for individuals and designations, titles vary widely from organization to organization, general terminologies are used for describing career phases, mainly Student Phase, Entry-Level Professional, Mid-Level Professional and Established Practitioner. This guide helps the reader to understand a step-by-step professional development process in the industry and at the same time receive key inputs to minimise or avoid common mistakes related to the drinking water or wastewater occupations. The book provides an overview of common educational options available for students including short-term courses, diploma and certificates, associate degrees, bachelor degree, masters degree, doctorate degree, post-doctoral fellowship and continued education. With respect to job profiles, the guide covers different professional avenues such as consultant, engineer, designer, researcher, academic faculty member, sales and marketing, permitting authority staff, laboratory professionals, system operators, construction management staff, manufacturing and industry staff.In terms of technological knowledge, both drinking water and wastewater infrastructure systems are reviewed in the book. Discussions on drinking water systems mainly include intake structures, treatment systems, distributions network components whereas wastewater systems include collection and conveyance systems, treatment options and sludge management systems. Guidance for Professional Development in Drinking Water and Wastewater Industryis useful for every professional in the industry and particularly prospective students. It can be used by mentors and established practitioners as a guidance tool for training newcomers.Author: Archis Ambulkar, Harrisburg, PA, USA

Management of Change in Water Companies tells real stories of real water companies that went through processes of change and achieved their best results ever in just a few years. It reflects the personal experience of the author from leading processes of change in five different water supply/sewage companies, between 10 and 120 years old and serving from 200,000 to 4,000,000 people. This practical and effective book shows: how to change, modernize and make profitable old-fashioned organizations, how to reduce water loss and promote efficiency in water companies, how to use the savings to rehabilitate and expand infrastructure without increasing tariffs, how to deal with overstaffing, how to plan, finance, build and maintain infrastructure, how to introduce innovation, how to motivate people, how to deal with clients, regulators, unions, shareholders, politicians and the press how to achieve sustainability. The case studies provide for instance, how to halve water losses in less than a year mostly with management measurements and very little investment, how to bring water losses from over 50% to below 20% in six years, how to use the savings from water loss reduction to build a new wastewater system without increasing tariffs, how to connect 100,000 existing buildings to a new sewage system in 4 years and how to get millions of people walking along the banks of rehabilitated urban creeks, rivers and beaches. The book presents case studies, management theory, comparative analysis of situations reported in the literature and the personal experience of an author who has lead a number of successful processes of change in different water companies. Management of Change in Water Companies is essential reading for water utility managers, national and local governments responsible for water policy as well as those concerned with the management of change and risk management. It is also useful to readers interested in the areas of pollution control, energy savings and water losses, and stream / beach / river restoration. Author: Joaquim Pocas Martins is Professor at the Faculty of Engineering of the University of Porto, Portugal, and provides excellent courses on the management of change in water companies world-wide.

The public water supply, urban wastewater and urban waste management services are essential to the well-being of citizens, public health and economic activities. These are generally provided under natural or legal monopoly, so there is no incentive for utilities to search for greater efficiency and effectiveness and as such there is an increasing prevalence of such risks for users. For these reasons, society can significantly benefit from the existence of regulatory intervention capable of introducing greater balance in the relationship between utilities and their users. The Regulation of Water and Waste Services: An Integrated Approach (Rita-Ersar) presents a practical integrated regulatory approach to these water and waste services. This approach is called the ARIT-ERSAR model and it is capable of contributing to the promotion of access by citizens to these services that is tending towards the universal. These services are provided with suitable quality by utilities at socially acceptable prices and with an acceptable level of risk. This approach consists of a regulation model with two major areas of intervention: structural regulation of the sector and regulation of the performance of the utilities. The components of structural regulation are contributions to organisation, legislation, information and sectoral capacity building. The performance regulation of utilities consists of legal and contractual regulation, economic regulation, quality of service regulation, drinking water quality regulation and user interface regulation. Author:Jaime Melo Baptista, Chairperson of the Water and Waste Services Regulatory Authority, ERSAR, Portugal